Customer support coordinator

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

At Bridgeport Hospital, we are committed to providing quality medical care and treatment that is coordinated and centered on the patient's specific needs. We strive to achieve benchmarks as a Patient Centered Medical Home and provide health care in a setting where patients are at the center of their care team. All employees of Bridgeport Hospital are part of the patient care team and contribute to the team approach of promoting access, continuous, comprehensive care and work to provide quality improvement in the care provided to their patients.

Working under the Manager of Logistics, performs item maintenance on materials systems. Provides liaison support for INFOR and responsible for the maintenance of the Par Excellence system as they interface with other billing and related systems. Serves as primary advisor on supply charge capture from a materials point of view. Performs quality control, project management and other duties as related to the smooth functioning of the facility supply ordering and capture systems in accordance with the patient charge capture and other related Materials policies.

Facility specific tasks will be listed in the standard operating procedures and guidelines.

• Par Management: to establish par levels for departments to meet the department supply needs.
  • 1.1 Review usage to determine the appropriate par level to assure adequate supply levels.
  • 1.2 Meet with the department managers or their designee to review any additional needed supplies.
  • 1.3 Compile and analyze various reports regarding the health of the supply chain as needed.
• Liaison Support for Patient Charging
  • 2.1 Work with EPS, Nursing, Finance and Materials to ensure all necessary data is collected to add or update Patient Charge items in the relevant systems in accordance with the YNHH Patient Charge policy.
  • 2.2 Work with Nursing and Materials on the patient care units to ensure stocked supplies are presented to facilitate ordering (e.g., labels on shelves).
  • 2.3 Perform Quality control on the entire Patient Charge policy from a Materials perspective to ensure items are properly labeled and QA errors are addressed by Materials staff and the supplier.
  • 2.4 Serve as primary advisor and implementer to Materials Management Leadership from a supply perspective for any future patient charging system utilized by the health system. Participate in the development of strategic supply capture and reimbursement plans.
  • 2.5 Track and share vendor handling fees from the distributor; work with Finance to provide data for unit charging and vendor payment.
  • 2.6 Attend meetings to support achieving financial or operational goals related to the patient billing/charging system.
  • 2.7 Support the smooth operation of the Just in Time (JIT) supply system as needed.
  • 2.8 Ensure high level of customer service satisfaction to clinical and patient care users.
  • 2.9 Exercise leadership to motivate others across the organization to accomplish hospital goals and objectives.
  • 2.10 Train staff in procedures of materials patient charge supply systems and related charge capture initiatives.
  • 2.11 Participate in CPI and other Revenue, Supply or Customer Service groups as needed.
  • 2.12 Respond to emergency situations on twenty-four (24) bases.
• Monitor supply back orders
  • 3.1 Review back orders and determine when supplies are at critical levels.
  • 3.2 Order supplemental supplies via the Lawson system to support shortages.
  • 3.3 Identify substitute products as needed if primary is not available.
  • 3.4 Collaborate with other departments to redistribute critical supplies as necessary.
• Knowledge and use of IT systems
  • 4.1 INFOR Item Master Maintenance: manage additions, changes, and deletions to INFOR item master, template, and location files.
  • 4.2 Patient Charge Labeling System: manage additions, changes, and deletions; troubleshoot as needed.
  • 4.3 MS Office Products: proficient in Word, Excel, PowerPoint, and related tools; provide reports and data for projects.
  • 4.4 Other Interfaced Systems: knowledge to interface/liaise and ensure smooth information flow between billing systems.
• Provide support to the Unit Materials Associates (UMA) staff
  • 5.1 Train UMA staff in the use of Materials ordering systems, INFOR and Par Ex system.
  • 5.2 Inform UMA staff of product changes.
  • 5.3 Serve as a member of the Equipment Product and Standards (EPS) committee to aid product evaluation and standardization.
  • 5.4 Enforce the use of contracted items to achieve hospital savings.
  • 5.5 Coordinate and implement product conversions.
• Credits and Returns
  • 6.1 Coordinate returns to vendors or storeroom and determine whether a product can be returned.
  • 6.2 Process Return Goods Authorizations (RGA) with vendors.
  • 6.3 Redistribute returns to other…